* Loyalty management
- Lead ideation and conceptualization for program development and optimization, including process optimization
- Define loyalty offer strategy in partnership with data and strategy teams to maximize ROI.
- Monitoring customer buying: active customers, inactive customer, lost customer and allocating CRM budget for each customer
- Work with analytics team to enhance predictive value of our customer acquisition models
- Design and manage communications strategy for the client focused on attracting, developing and retaining customers.
- Streamline and automate fulfillment processes for member enrollment, member benefits, promotion fulfillment, and program reporting working closely with cross- functional supporting teams (product, analytics, technology, and other marketing functions)
- Monitoring CRM budget, tracking & following up with Brand retail team for CRM expense to be aligned with plan.
- Tracking monthly for birthday of top VIP and working closely with Brand Retail team to ensuring satisfaction of customers.
* Customer experience management (CEM)
- Working closely with Call Center team to get customers feedback, analysis and solve customer queries.
- Identification customer touch point; Analysis, implementation of measures and report of results
- Work with retail team to improve customer satisfaction
- Work alongside Brand Marketing team to support with store- level email marketing to drive footfall, including localized offers and event invites
- Customer Commitment: Monitoring of Customer Complaint, Customer Satisfaction Goodwill maintenance
- Proposing and tracking Customer Care program to enhance customer satisfaction, customer loyalty & retention.
- Training for sales team about CEM, store service standard
* Partnership
- Develop relationships with key partners to maximize business, identify cross sell touch points, and proactively- seek opportunities to deepen the relationship with said partners.
- Execution of sales strategies to create viable sales pipelines and management of sales opportunities from lead generation to closure.
- Prospect, qualify, develop, acquire, and maintain new business with total internal and external partnership.
* Other tasks assigned by Manager
